Lead Health Assistant at TouchCare

<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About TouchCare</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">TouchCare is a health tech organization headquartered in Stamford, CT and with offices in Shrewsbury, NJ. The Company provides a personal on-demand, white-glove healthcare concierge service that helps its members find the highest quality, most convenient, lowest out-of-pocket care; available via web, phone, and mobile app.<br>The Company’s customers include large self-insured companies and small to medium-size&nbsp;businesses who provide TouchCare to their employees as a benefit.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">TouchCare’s Lead Health Assistants serve as both frontline advocates for our members&nbsp;and mentors to their assigned team members. In this role, you will support members by&nbsp;helping them find high-quality providers, schedule appointments, understand costs&nbsp;(copays/coinsurance), and resolve insurance or medical/dental billing issues. You’ll&nbsp;engage with members across phone, email, and our app — delivering a high-touch,&nbsp;supportive experience.</span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">In addition to member support, Lead Health Assistants are responsible for team&nbsp;oversight and performance. This includes monitoring daily activity, ensuring SLA&nbsp;adherence, auditing ticket quality, and managing ticket distribution. You will coach team&nbsp;members through complex cases, reinforce workflows and best practices, and ensure&nbsp;consistent, high-quality outcomes.</span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">This role also includes conducting weekly one-on-ones, leading team meetings, and&nbsp;serving as the primary point of contact for escalations. Escalations may include&nbsp;time-sensitive cases, high-priority or broker-related issues, and sensitive situations such&nbsp;as mental health or inpatient care.</span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong communication, organization, and leadership skills are essential, along with the&nbsp;ability to manage both member needs and team performance in a fast-paced&nbsp;environment.</span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Responsibilities</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Demonstrate a strong understanding of health insurance, including claims&nbsp;processing and Explanation of Benefits (EOBs), and clearly explain complex&nbsp;concepts to members</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Deliver exceptional customer service with strong communication, patience, and&nbsp;consistent follow-through</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Explain financial differences between plan types (e.g., CDHPs vs. traditional&nbsp;plans) when applicable</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Utilize multiple communication channels (phone, email, text) and internal&nbsp;systems to support members effectively</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Develop knowledge of provider networks and service areas to support&nbsp;appropriate referrals</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Collaborate with Health Assistants and leadership to share best practices and&nbsp;improve team performance</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify cases that require escalation and manage both internal and external&nbsp;escalation processes</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">De-escalate sensitive member situations and define clear next steps</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Support team members by answering questions and providing guidance on case&nbsp;resolution</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Coach and develop team members to support their growth and success</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Audit team tickets to ensure quality, accuracy, and adherence to SLAs</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Review member feedback, including negative experiences, and take appropriate&nbsp;action through outreach or internal escalation</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Experience</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">3–5+ years of customer service experience, preferably within healthcare, health&nbsp;tech, insurance, or a related field (e.g., care navigation, member services,&nbsp;benefits, or provider relations)&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">1–2+ years of experience in a leadership, mentorship, or team lead capacity</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong understanding of the U.S. healthcare and health insurance ecosystem&nbsp;(claims, EOBs, copays/coinsurance, plan types, etc.)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience working in SLA-driven environments and managing high-volume&nbsp;case queues</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Proven ability to handle escalations, complex member or client situations, and&nbsp;sensitive healthcare cases</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Demonstrated success in coaching, mentoring, or training team members to&nbsp;improve performance&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent written and verbal communication skills, with the ability to explain&nbsp;complex information clearly and empathetically</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comfortable navigating multiple systems and communication channels (phone,&nbsp;email, chat, CRM/ticketing tools) </span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience supporting high-volume periods (e.g., open enrollment or seasonal&nbsp;spikes) strongly preferred</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Bachelor’s degree in healthcare or a related field preferred</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Join Us?</strong></span></p> <ul class="_0d81368f ae43242d"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Professional Growth:</strong> Gain exposure to diverse accounting functions and portfolio company</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">management.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Collaborative Environment:</strong> Work closely with a supportive team that values your contribution.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Fast-Paced &amp; Rewarding:</strong> No two days are the same in our deadline-driven, high-energy office.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Work Environment</strong></span></p> <ul class="_0d81368f ae43242d"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Onsite </span></li> </ul> <p>&nbsp;</p>